Associate Director - Case Management & Training

About the Department 

At Novo Nordisk, our Finance and Operations team is the engine that elevates holistic commercialization of our products. The Finance and Operations team works closely with the business across the organization to guide enterprise wide resource allocations, investment choices, drive core operations and develop insights to drive growth and operational excellence across the value chain while innovating for future capabilities. We regulate accounting, uphold workplace safety, manage our supply chain and sampling, support technology, provide commercial operations, insights & analytics, maintain our facilities and assure the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent. And we reward hard work and dedication with the opportunity for continuous learning and personal development. Are you ready to realize your potential?

The Position

The Associate Director, Case Management & Training will have full responsibility for the design, implementation and training of PSP Case Management System to report key performance metrics and data to commercial leadership, managers and other key decision makers. This role will provide interactive reporting solutions to several key areas within the commercial space, including Diabetes Sales, Obesity, Market Access, and Marketing. The Associate Director will work with key stakeholders to ensure successful implementation and utilization of the PSP Case Management Tool. In addition, the Associate Director will develop and deploy training to advance the capabilities of PSP vendor team members, taking ownership of training efforts to help PSP meet our near and long-term capabilities. In this role, the Associate Director will need to apply strategic and analytical problem-solving skills to ensure alignment across all stakeholders. The Associate Director will also have responsibility managing the vendor inquiry process for Case Management inquiries.

Relationships

The Associate Director, Case Management & Training reports to the Director, Cardiometabolic and PAP. The role interacts on a regular basis across all levels of leadership within NNI. This role will manage various partnerships with external call center and hub vendors.

Essential Functions

• Lead agile development, deployment and ongoing roadmap of PSP Case Management training
• Manage content and resources, roadmap and timelines for solutions to allow PSP vendors to provide feedback
• Function as business owner of content development, training and rollout to internal and external teams
• Partner with business leaders to define performance reporting requirements and to define the roadmap
• Serve as project manager for development efforts, leading third party and internal development resources
• Evaluate and identify business intelligence solutions to improve communication of performance metrics and data
• Develop, deploy and update training for Case Management and utilization of data to support data driven decisions
• Develop, deploy and update training for NNI Case Management, contact center, and hub vendors
• Develop and deploy training programs to support the analytical skill development and data literacy ambitions of the NNI PSP team
• Coordinate with Learning & Development team members to share / leverage best practices in the development of training and to leverage resources
• Manage inquiry process for 600+ contact center and hub teams
• Drive development of tools and processes to optimize the inquiry process and to improve customer satisfaction metrics
• Drive organizational change management in support of NNI PSP ambitions, including the adoption of new Case Management tool, the transition from external to internal Case Management tools, the shift to more data driven decision making and advancements in organizational data literacy
• Develop communication strategy and prioritize tactics
• Build internal data and analytics community, supporting key areas and primary applications
• Manage relationship with training vendor and SOW owner
• Oversight of performance management: Facilitates and/or participates in regularly scheduled call quality calibrations, providing feedback and guidance
• Project management- Coordinates department-wide projects and provides up to date information ensuring key milestones are met by others and project plans are sustainable
• Ensures all vendor partners are up to date on all NNI training requirements to include ISO train, LMS, and applicable instructor led trainings.  Manages all aspects of training materials and documentation to ensure vendor compliance

Physical Requirements

0-10% overnight travel required.

Qualifications

• Bachelors degree required, with a minimum of 7-10 years experience in patient services, customer services, training or related field (pharmaceutical industry preferred)
• Experience with Case Management development and implementation preferred
• Experience as a Project Leader responsible for complex project where input and alignment are needed across multiple stakeholders
• Deals with concepts and complexity comfortably
• Excellent administrative, organizational, project management and analytical skills
• Customer focused with excellent communication skills and ability to work with all levels within organization
• Ability to manage and prioritize multiple projects simultaneously
• Ability to manage vendors, contracts and budget activities required
• Excellent oral and written communication skills
• Ability to function in a fast-paced environment
• Strong attention to detail
• Ability to work with sensitive and/or confidential information
• Ability to work independently on tasks or projects which support the function

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we're life changing.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.